Customer Support Developer, Databases

This is a fully remote position, open to applicants in Canada.

📋 Description

• Act as the main technical escalation contact for database-related customer inquiries through email, ticketing systems, and video conferencing.

• Assess and prioritize incoming issues, adhere to SLA objectives, and utilize AI tools to expedite issue resolution.

• Analyze problems across relational databases, data warehouses, data lakes, and cloud object storage solutions.

• Reproduce bugs by examining connector logs, query plans, replication slots, transaction logs, sync states, and the state of destination tables.

• Assist with onboarding and troubleshooting for SSH tunnels, network configurations, database permissions, CDC setups, and authentication for warehouses/lakes.

• Support customers in developing and debugging database integrations, covering authentication, SSL/SSH, CDC, schema evolution, incremental cursors, and typed destination tables.

• Verify database version compatibility, manage testing environments, and replicate behaviors on database and warehouse instances.

• Contribute to Airbyte’s open-source database connectors and Java/Kotlin Bulk CDK.

• Evaluate and test community submissions related to database sources and destinations.

• Work alongside Engineering and Product teams to highlight issues, advocate for feature requests, and shape the database reliability and performance roadmap.

• Collaborate with Solutions Engineering and Sales Engineering for enterprise onboarding, CDC architecture evaluations, destination schema modeling, and production readiness assessments.

• Train and mentor Technical Support Engineers on database connector concepts and the Airbyte protocol.

• Work with Sales and Customer Success on technical discussions, onboarding processes, and expansion activities.

• Develop and maintain knowledge base articles, troubleshooting manuals, runbooks, and connector documentation.

• Identify opportunities for AI-driven automation and process enhancements.

• Lead initiatives to bridge organizational or support gaps and take ownership of unique projects.

⛳️ Requirements

• Minimum of 2 years in software engineering, data engineering, technical support, DevOps, QA, or a similar role that supports developers or technical users.

• Proficient in SQL, with practical experience in analyzing query plans, isolation levels, and performance bottlenecks.

• Skilled in Java or Kotlin, with the ability to read, write, and debug JVM-based connector code.

• Practical experience with relational databases, data warehouses, or data lakes, including CDC, schema evolution, and query optimization.

• Familiarity with JDBC and common database drivers.

• Comfortable troubleshooting connection, authentication, SSL, and SSH tunnel issues.

• Knowledge of AWS, GCP, or Azure and data integration concepts, including ELT/ETL workflows.

• Strong troubleshooting instincts and effective communication skills with both technical and non-technical stakeholders.

• High tolerance for ambiguity and a natural self-starter attitude.

• Required application materials: resume, GitHub profile, LinkedIn profile, and current location.

• Preferred: Experience with PostgreSQL, MySQL, MSSQL, Oracle, MongoDB, Snowflake, BigQuery, Redshift, ClickHouse, Iceberg, Delta Lake, S3, GCS, Azure Blob, Kubernetes, Docker, multi-tenant architectures, B2B SaaS, CI/CD, GitHub open-source workflows, AI-assisted development tools, and automated playbooks or runbooks.

🏝️ Benefits

• Equity offerings.

• Flexible PTO with a culture that promotes taking at least 25 days off annually.

• Public holidays in accordance with provincial employment standards.

• Comprehensive health coverage, including extended health benefits beyond provincial public healthcare.

• Access to virtual healthcare services with doctors and other care providers online.

• Group retirement savings plan.

• Coverage under the Canada/Québec Pension Plan, Employment Insurance, and workers’ compensation.

• Professional development budget.

• Sponsorship for conferences.

• Reimbursement for books.